Customer Service Team Lead

1 day ago


Manama, Manama, Bahrain RESO Full time

Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at RESO. As a key member of our operations team, you will be responsible for overseeing the daily activities of our customer service department, ensuring that all guests receive exceptional service and support.

About the Role

The Customer Service Team Lead will assist the Front Office Manager with daily operations, ensuring on-time and accurate handling of guest messages, enquiries, and emergencies. This role requires strong communication and leadership skills, as well as the ability to work effectively in a fast-paced environment.

Main Responsibilities

  • Assist the Front Office Manager with daily operations, including managing telephone communications, monitoring and updating hotel extension information, and coordinating emergency responses.
  • Lead and motivate a team of customer service representatives, providing guidance and support to ensure exceptional service delivery.
  • Manage processes in telephone communications, including accepting, monitoring, and passing on telephone calls, telegrams, and faxes.
  • Ensure correct invoicing and payment for services, maintaining accurate records and resolving any discrepancies.
  • Draw up internal telephone directories, maintain equipment, and perform other duties as assigned by the Front Office Manager or Duty Manager.

Requirements

  • Prior experience in a customer-focused industry, preferably in a supervisory or management role.
  • Strong leadership and communication skills, with the ability to motivate and guide a team.
  • Excellent command of English, both spoken and written, is essential.
  • Able to work varying schedules to reflect the business needs of the hotel.
  • Full responsibility for all work arising in a shift, with a focus on delivering exceptional guest experiences.

What We Offer

Hilton offers a range of benefits, including competitive salary, comprehensive training programs, and opportunities for career advancement. Our teams are passionate about delivering exceptional guest experiences, and we believe in recognizing and rewarding outstanding performance.

About Hilton

Hilton is a leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day.



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